CSI Helps HSA Call Center Reduce Agent Talk Time and Headcount

Contact Solutions engaged in a detailed analysis of one of its Health Savings Account (HSA) clients to eliminate and shorten calls in the contact center last spring.  Several new capabilities to include in the IVR were identified: 
·         User ID and initial Web password retrieval
·         Greater tax liability information that parallels what is available on the Web
·         [...]

Application takes 100M calls…..at a 97.7% automation rate – wow

As announced in a recent press release, we have processed over one billion calls – a milestone by any measure. 
Today we are proud to announce that a single application has passed the 100 million call mark, in fact, the application recently took over 9 million calls in a single month.  This Benefits application has outstanding [...]

VXML Multi-Site Redundancy

Recent platform activities at Contact Solutions have expanded our VXML footprint to our Sunnyvale, CA location. Introducing VXML systems in to our California data center gives us a true multi-site VXML choice for our customers. As we continue to build out the VXML service offering at Contact Solutions it is critical to overlay all of [...]

In Business Week article, Gartner predicts 3X growth for Cloud Computing – Why?

Business Week featured an article last week titled, ‘How Cloud Computing Will Change Business’ http://www.businessweek.com/magazine/content/09_24/b4135042942270.htm.  It offered interesting, even encouraging, insight into the move to On-Demand Services.
 
In the article Gartner says Cloud Computing ‘may be the largest growth opportunity since the Internet boom’.  In fact, Gartner predicts the market for cloud products and services will [...]

You must sharpen the self-service saw to provide better service

“I don’t have time to sharpen the saw.  I’m too busy sawing!”  This line from Stephen Covey’s book “The 7 Habits of Highly Effective People” highlighted the importance of continually preserving and enhancing our assets.  While Covey was focused on personal assets (i.e. skills, knowledge, etc.), the concept of sharpening the saw applies to the technology we [...]

Outbound calling system with ‘personal touch’

Recent R&D activities at Contact Solutions have opened the door to a more efficient outbound calling system for contact center agents responsible for reaching out to customers on a daily basis.   Contact Solutions is piloting a new outbound capability that allows agents to apply the “personal touch” while navigating large dial lists through a web [...]

< 1% Host Failures for 2 years

People often ask me what “else” our Continuous Improvement process applies to besides the IVR script. We recently did a study on the company-to-date performance of our host integrations.  We known integration failures are a leading cause of frustrated callers and additional transfers to agents. In August 2006, we added a new feature to our [...]